Initiate internal or external staff training to enhance customer service.

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Develop quality customer service practices.

1.1 Obtain information on customer  needs, expectations and satisfaction levels using both formal and informal research .

1.2 Provide opportunities for customers and colleagues to provide feedback on products and services.

1.3 Review changes in internal and external environments  and integrate findings into planning for quality service.

1.4 Provide opportunities for staff to participate in the development of customer service practices.

1.5 Develop policies and procedures  for quality service provision.

2. Manage the delivery of quality service.

2.1 Communicate policies, procedures and expectations to colleagues.

2.2 Make policies readily available to customers.

2.3 Monitor customer service  in the workplace to ensure standards are met.

2.4 Initiate internal or external staff training to enhance customer service.

2.5 Take responsibility for service outcomes and dispute resolution.

2.6 Act as a positive role model for professional standards expected of service industry personnel.

3. Monitor and adjust customer service.

3.1 Seek ongoing feedback  from staff and customers and use it to improve performance.

3.2 Identify systematic customer service problems and adjust policies and procedures to improve service quality.

3.3 Assess  the effectiveness of customer service practices.

3.4 Identify and evaluate systematic customer service problems.

3.5 Adjust policies and procedures to improve service quality.

3.6 Develop, document and communicate new approaches to all those involved in service delivery.

This section describes the skills and knowledge required for this unit.

Required skills 

• communication skills to:

• discuss customer service needs with staff and customers
• explain organisational policies and procedures for quality service provision
• discuss systemic customer service problems

• critical thinking skills to:

• allow for a rational and logical evaluation of the characteristics and needs of the organisation in order to design tailored customer service practices
• monitor, evaluate and review practices

• initiative and enterprise skills to instigate research on customer service requirements
• literacy skills to:

• read and interpret customer service surveys and unfamiliar complex documents on current industry trends and changes that affect service delivery
• research customer service requirements
• write comprehensive yet easily accessible policies and procedures that provide service expectations

• numeracy skills to calculate and interpret customer satisfaction statistics
• planning and organising skills to plan for, establish and regularly monitor all components of the customer service system
• problem-solving skills to identify systematic customer service problems and adjust policies and procedures to improve service quality
• self-management skills to take responsibility for customer service outcomes
• teamwork skills to involve staff in the development of customer service practices and actively seek their ongoing feedback.

Required knowledge 

• principles of quality customer service
• for the specific industry sector:

• professional service standards expected of service industry personnel
• attitudes and attributes expected by the service industries to work with customers

• roles and responsibilities of management, supervisors and operational personnel for quality service provision
• sources of information on current service trends and changes that affect service delivery
• methods of implementing quality service provision, including:

• developing, implementing and monitoring customer service policies and procedures
• staff involvement in the development of customer service practices
• evaluating staff and customer feedback

• methods of monitoring, measuring and evaluating:

• customer satisfaction
• business performance

• industry schemes aimed at improving customer service including accreditation schemes and codes of conduct
• objectives, components and comprehensive details of consumer protection laws that relate to customer service. These would include the business’ responsibility for:

• nominating and charging cancellation fees
• providing information on potential price increases
• providing refunds
• supplying products as described or substituting suitable products when unable

• a range of formats for and inclusions of policies and procedures.